[SOLVED] Upgrade Help

[netjess]

Hello All,

I currently run OTRS 5 on Ubuntu 14LTS and Postgresql.
I need to update my system, I could not perform a release upgrade on my Ubuntu so I built a whole new v18LTS server and downloaded latest stable OTRS 6. Installed OTRS 6 and pointed it to a copy of my v5 database and ran /opt/otrs/scripts/DBUpdate-to-6.pl. This all seemed to go well.
When checking my additional packages they all needed updated of course and so I proceeded to update but none would update. I un-install the FAQ package and reinstall but all of my FAQs are now gone.
I would like to do this update without loosing all of my data from updated packages. FAQ, ITSM, etc.

Before I spend a lot of additional time, is there a different approach I should take? Would it import the data okay if I setup the whole system with new installed packages and then pointed it at the database and ran the DBUpdate script? (just thought of that but would like if someone knew and I didn't have to spend several hours just to find it doesn't help).

Thank you.

[wurzel]

Hi,

follow the doc.otrs.doc steps https://doc.otrs.com/doc/manual/admin/6 ... ating.html
do not un-install packages

Florian

[root]

Hi Jesse,

How di you updated the packages?

- Roy

[netjess]

Hi Jesse,

How di you updated the packages?

- Roy

I did not "update" packages. I removed and re-installed the FAQ package and it wiped out my FAQ entries. That's where I stopped.
Trying to the the update feature inside the admin UI fails on all packages.

[netjess]

Hello,
Here is where I am now. I removed the install of /opt/otrs that was version 6 and restored a backup of the otrs folder from my current production. I dropped and recreated the otrs database and performed a fresh import of the database backup. I also made sure apache sites-enabled was pointing to the correct conf.
That all seemed okay.
I ran the CheckModules and CheckDB pl files and they show okay.
I can "sudo perl -cw /opt/otrs/bin/cgi-bin/index.pl" and it returns okay.

I get a 500 page (Internal Server Error) if I try to open http://servername/otrs/index.pl

In my /var/log/apache2/error.log I get the following error:
Could not load class Kernel::Output::HTML::Layout::Template. at /opt/otrs/Kernel/Output/HTML/Layout.pm line 987.\n
ERROR: OTRS-CGI-32 Perl: 5.26.1 OS: linux Time: Mon Feb 25 21:13:03 2019

Message: Attempt to reload Kernel/Output/Template/Provider.pm aborted.
Compilation failed in require at /opt/otrs//Kernel/Output/HTML/Layout/Template.pm line 20.
BEGIN failed--compilation aborted at /opt/otrs//Kernel/Output/HTML/Layout/Template.pm line 20.


RemoteAddress: 10.15.252.45
RequestURI: /otrs/index.pl

Traceback (5301):
Module: Kernel::System::Main::RequireBaseClass Line: 164
Module: Kernel::Output::HTML::Layout::new Line: 455
Module: Kernel::System::ObjectManager::_ObjectBuild Line: 226
Module: Kernel::System::ObjectManager::Get Line: 180
Module: Kernel::System::Web::InterfaceAgent::Run Line: 819
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40
Module: (eval) (v1.99) Line: 207
Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
Module: ModPerl::Registry::handler (v1.99) Line: 32

ERROR: OTRS-CGI-32 Perl: 5.26.1 OS: linux Time: Mon Feb 25 21:13:03 2019

Message: Could not load class Kernel::Output::HTML::Layout::Template.

RemoteAddress: 10.15.252.45
RequestURI: /otrs/index.pl

Traceback (5301):
Module: Kernel::Output::HTML::Layout::new Line: 455
Module: Kernel::System::ObjectManager::_ObjectBuild Line: 226
Module: Kernel::System::ObjectManager::Get Line: 180
Module: Kernel::System::Web::InterfaceAgent::Run Line: 819
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40
Module: (eval) (v1.99) Line: 207
Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
Module: ModPerl::Registry::handler (v1.99) Line: 32

[root]

Hi,

before mess with web server stuff I recommend doing the whole process via the shell, especially upgradingbthe packages.

- Install a fresh OTRS 6 into /opt/otrs-6.0.16 and symlink to /opt/otrs
- Check user (primatu group www-data, shell /bin/bash)
- Import the OTRS 5 dump into a clean, empty database
- Restore Kernel/Config.pm, Kernel/Config/Files/ZZZAuto.pm, var/log/*Counter.log and if needed the article dir
- Execute otrs.CheckPermission.pl
- Run a shell as the otrs user
- Check database connection (otrs.Console.pl Maint::Database::Check)
- Run migration script
- Create a database dump to restore prior package updates
- Migrate the package via otrs.Console.pl with the proper URL for every package.
- Start messing with Apache by symlink /opt/otrs/scripts/apache2-httpd.include.conf to /etc/apache2/conf-available/otrs.conf
- a2enmod otrs

- Roy

[netjess]

Hi,

before mess with web server stuff I recommend doing the whole process via the shell, especially upgradingbthe packages.

- Install a fresh OTRS 6 into /opt/otrs-6.0.16 and symlink to /opt/otrs
- Check user (primatu group www-data, shell /bin/bash)
- Import the OTRS 5 dump into a clean, empty database
- Restore Kernel/Config.pm, Kernel/Config/Files/ZZZAuto.pm, var/log/*Counter.log and if needed the article dir
- Execute otrs.CheckPermission.pl
- Run a shell as the otrs user
- Check database connection (otrs.Console.pl Maint::Database::Check)
- Run migration script
- Create a database dump to restore prior package updates
- Migrate the package via otrs.Console.pl with the proper URL for every package.
- Start messing with Apache by symlink /opt/otrs/scripts/apache2-httpd.include.conf to /etc/apache2/conf-available/otrs.conf
- a2enmod otrs

- Roy

Hello,
I went back and added the OTRS 6 install and followed instructions referenced.
According to the update document https://doc.otrs.com/doc/manual/admin/6 ... ating.html
I issued command:
bin/otrs.Console.pl Admin::Package::UpgradeAll

I still get a fail on all packages except FAQ and OTRSCloneDB. At least I don't have to rebuild FAQ at this point.

Any ideas on the remaining packages? I don't know where to find the "proper URL for each package" as you described.
The following packages were updated...
FAQ
OTRSCloneDB
The following packages could not be found in the on-line repositories...
GeneralCatalog
ITSMChangeManagement
ITSMConfigurationManagement
ITSMCore
ImportExport
TicketChecklist

Thank you.

[netjess]

Hello,

I was able to fix the ITSM.
I downloaded the new bundle https://community.otrs.com/thank-you-fo ... 6.0.16.opm
and then via the package manger in admin UI I installed the new version (leaving the old version in place) and this updated the ITSM and all my data is intact.
I can now move forward with the update.

Thank you.

[root]

Hi,


packages from the vendor can be downloaded here:

- http://ftp.otrs.org/pub/otrs/itsm/
- http://ftp.otrs.org/pub/otrs/packages/

For all other packages contact the published, like reneeb for TicketChecklist (i suggest you have access to a repository).

- Roy

[myarafat1]

Hi,

before mess with web server stuff I recommend doing the whole process via the shell, especially upgradingbthe packages.

- Install a fresh OTRS 6 into /opt/otrs-6.0.16 and symlink to /opt/otrs
- Check user (primatu group www-data, shell /bin/bash)
- Import the OTRS 5 dump into a clean, empty database
- Restore Kernel/Config.pm, Kernel/Config/Files/ZZZAuto.pm, var/log/*Counter.log and if needed the article dir
- Execute otrs.CheckPermission.pl
- Run a shell as the otrs user
- Check database connection (otrs.Console.pl Maint::Database::Check)
- Run migration script
- Create a database dump to restore prior package updates
- Migrate the package via otrs.Console.pl with the proper URL for every package.
- Start messing with Apache by symlink /opt/otrs/scripts/apache2-httpd.include.conf to /etc/apache2/conf-available/otrs.conf
- a2enmod otrs

- Roy

Hi Roy,
I have upgraded my OTRS from V 5 to V6 in a test environment. I followed the migration script. However, in my test environment queue, I only see the ticket subject line but the details article does not show. It seems the history of the tickets is missing. I was wondering if you could suggest how to solve this issue. Many thanks in advance. Yeasin

[myarafat1]

Dear All,

Greetings!

Would you please suggest what would be the best approach to migrate OTRS 5 to OTRS6. I have followed the migration script and but I have some issue with the tickets details. In the queue, I can see the subject line but not the details. Since I did the migration in the Test environment, it has a different URL. Is this new URL cause the missing details. Please see attached. Grateful any help or suggestion to overcome this.

Thank you.

Best regards,
YA

[netjess]

Dear All,

Greetings!

Would you please suggest what would be the best approach to migrate OTRS 5 to OTRS6. I have followed the migration script and but I have some issue with the tickets details. In the queue, I can see the subject line but not the details. Since I did the migration in the Test environment, it has a different URL. Is this new URL cause the missing details. Please see attached. Grateful any help or suggestion to overcome this.

Thank you.

Best regards,
YA

You should start a new thread of your own because you have a different issue. Also my main title says [SOLVED] and therefore you may not get much attention.

[myarafat1]

Thanks, Netjes.